Process overview

The system will auto-counter their offer or accept it if it meets the minimal threshold of acceptance. These calculations take into consideration a complex formula, such as the attorney risk score, attorney relationship, pro rata calculations, cost of goods multipliers, age of account, % of bill offered, and many others. Once the system has exhausted it's attempts (it will counter 3 times) a manual negotiator will take over if a deal cannot be struck.

 

Our philosophy

We believe that in negotiations, the carrot works better than the stick. Your counterparty is more likely to do a favor for their friend yet will cut off their nose to spite their face for their enemy. Our job isn't to berate the opposition into submission, rather, our main objective is to find everything on the table, then take it all; every last penny. We do this by utilizing the tools that the FBI has employed for many years and conveniently taught by the master of negotiations himself, Chris Voss.

 

Every negotiator on our team (including our system's automation) is expertly trained in Chris Voss's techniques, which we will outline the highlights below, in the event you'd rather do this yourself. Here are the most commonly used tools that we employ when negotiating:

 

Effective Negotiations

• Make statements when you want to ask a question

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• 'Labeling' is a tool used to get the client to spill information without you asking a question, which conceals your tactic. Say things like, "it seems like you need to cut everyone's bill, that must be difficult"

 

• The 'mis-label' is even better to gather information. You intentionally give wrong information to get them to correct you, which is irresistible to them. Let's say I wanted to know the settlement amount, I would say something like "You must have only received $400,000 in this settlement". They will say "No, we actually made $750,000" which now give you the information you were looking for.

 

• Ask questions when you want to make a statement. Ask, "How am I supposed to do that?" instead of saying the statement "No". This puts the ball back in their court and make them come up with the solution for you. If they say "Do it or else", then we know everything is off the table and there is no more room to budge.​

 

• Deploy tactical empathy. Helping your counterparty feel heard will drop their guard and make them more willing to want to help you. Phrases like "Wow, it seems like this case didn't go your way" will open-up dialogue for them to give more information and make them more receptive to working with you.

 

• Phrase in the negative when asking for something. People are very willing to say no, and not willing to say yes. Say phrases like "would it be impossible to settle on XZY?" Or even better, the nuclear bomb negative phrase (use wisely), "it seems like you're powerless to pay more". Their ego will yell "NO! I am powerful enough to pay way more!"

 

• Counter with odd and specific numbers. Odd, as in, $3,153.19 (all numbers are odd numbers) but also "oddly specific" numbers. This makes your counter appear to have been meticulously calculated. Rounded numbers are more likely to get countered.

 

• Instantly dissolve negative emotions from your counterparty and change their perspective before an unmovable resolution.

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• When price is exhausted, negotiate on terms. Once you have maxed out the price  and there is no more room to negotiate, "compromise" by moving other terms in your favor, such as, "if you cut me the check and put it in the mail today, I can meet your price" or "if you send me 3 more clients, I can meet your price"

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Final Tips

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1. Build Rapport

Creating the narrative that we have good intentions by displaying that we're on the same team as the caller. We build rapport by:

• Showing empathy

• Matching their tone, tempo and attitude

• Making friends with them

• Making them laugh

• Having small talk

 

2. Demonstrate Authority

Demonstrate our high capability by speaking with authority and conviction

 

3. Deploy Tactical Empathy

A type of rapport to create the narrative that we understand their emotional problem by demonstrating that we feel what they feel

 

4. Reiterate Their Position

Make them feel heard by rephrasing their issue to create the narrative that we understand their logical problem

 

5. Build a Narrative

Creating a compelling narrative as to why the root cause of the problem happened, how the root cause of the problem happened and what the problem is (in that order). i.e. "It looks your first offer was below our cost and we want to maintain a good business relationship with you. Because we love working with you, we countered with XYZ to get you above that cost  threshold."

 

6. Present Next Steps

A type of call control to create the illusion of choice, i.e. "paper or plastic?"

 

7. Perform Call Control

Always end each sentence by asking questions or giving commands keeping your counterparty in a submissive role.

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Seem Complicated?

That's because it is.

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Let our Negotiations Wizards do it for you.